Customer Success Manager

Summary

Join G2's growing team as a Customer Success Manager, Commercial, partnering with major clients to ensure successful G2 subscription adoption and expansion. You will be the primary G2 contact for these clients, consulting on best practices for product utilization and fostering strong relationships to drive upsell opportunities. This role requires strong communication, data analysis, and project management skills, along with experience in SaaS and exceeding revenue goals. G2 offers a supportive and inclusive work environment with generous benefits, including flexible work, ample parental leave, and unlimited PTO. If you're passionate about customer success and exceeding expectations, apply today!

Requirements

• 4+ years of proven Customer Success, Account Management, Sales or relevant customer facing SaaS experience
• Proven, verifiable track record of quota attainment / achieving NRR or other revenue goals
• Strong communication skills
• Process-minded, with experience in project management
• Detail-oriented, with clear evidence of implementing organizational systems
• Experience working closely with B2B demand gen, marketing operations, sales operations and analytics teams
• Experience with Google suite and Salesforce CRM
• Excellent data analysis skills

Responsibilities

• Be a proud advocate that consults customers on best methods to take full advantage of G2’s products, including paid media, BI, content, and review strategies
• Form strong relationships that influence upsell opportunities, and shift from relationship to partnership with the client
• Understand and anticipate customer’s needs and goals
• Track customer progress on goals and capture big wins to provide ROI back to customer
• Build a strong partnership with your Account Manager and Sales counterparts and develop an account playbook to expand and retain your book of business to meet/ exceed your goals
• Understand most general technical issues and be excellent at funneling to the appropriate channel (TS, TechOps, etc) or be able to handle questions themselves
• Escalate cases when necessary for client satisfaction based on the importance of the issue
• Travel on occasion to customer meetings and/or conferences

Preferred Qualifications

• Experience in Digital Media and/or Marketing
• Familiarity with the marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media
• Experience using Marketing Automation, CRM or related applications

Benefits

• Flexible work
• Ample parental leave
• Unlimited PTO